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For Companies At a Glance
- Tasks: Create and manage customer communications across various channels to enhance customer experience.
- Company: Join SS&C Technologies, a global leader in financial services and software solutions.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Work in a dynamic environment with diverse perspectives and excellent career advancement opportunities.
- Why this job: Be the first specialist in a rapidly growing team and make a real impact on customer engagement.
- Qualifications: Experience in communications or customer experience with strong writing skills required.
The predicted salary is between 55000 - 65000 £ per year.
About SS&C Technologies
SS&C is a global provider of investment, financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.
SS&C Intralinks
A growth-oriented business unit of SS&C, Intralinks is a technology leader in M&A, Alternative Investments and Banking & Securities markets. Our solutions facilitate 1/3 of the world’s global M&A deal flow and 50% of the private equity raised globally.
About the Role
This is a newly created role within SS&C Intralinks’ Customer Experience function. You will be the first specialist hire into a function that has grown from zero to 100+ global customer touchpoints in just 4 years — and is now scaling rapidly.
Reporting directly to the Global Head of Customer Communications, you will own the craft, delivery, and operational backbone of our customer communications programme — spanning in-app notifications, customer emails, surveys, supporting content, and enablement materials. You will work across a broad set of tools (Gainsight PX, Gainsight CS, Qualtrics, Zendesk, ServiceNow) and partner with stakeholders across Product, Legal, CS, Sales, and Engineering to ensure our customers receive timely, accurate, and well-targeted communications at every touchpoint.
Your Responsibilities
- Craft, develop and maintain customer communications across all channels: in-app notifications (Gainsight PX), customer emails (Gainsight CS), surveys (Qualtrics), support centre articles (Zendesk), and broader multi-channel communications for product updates, service changes, legal notices, and security events
- Review, update, and maintain the global Customer Touchpoint Library (SharePoint), ensuring all 100+ touchpoints are accurately documented, business-context write-ups are complete, and audit trails are retained
- Build and maintain the customer communications calendar (SharePoint): track all scheduled and planned touchpoints, manage sequencing, and flag overlap risks across concurrent programmes
- Own audience generation and data validation: coordinate multi-system data extraction, contact hygiene, manual contract verification, and account ownership confirmation to ensure accurate and compliant targeting
- Produce enablement materials for every customer communication: customer-facing FAQ(s), internal FAQ(s), CS&D Knowledge Centre articles (collaboration with Support Centre Team, Zendesk), internal announcement(s), talking points, and Sales/AM team updates to ensure customer-facing colleagues are equipped at the point of send
- Serve as an active participant in cross-functional programmes including the ILP-to-Trinity platform migration, Digital Customer Journey, Total Landscape of Communications, and Comms Audit Readiness
- Contribute to and help expand the Voice of Customer programme: support NPS, CSAT, and Large Account Health survey design and distribution, analyse response data, and help bring customer insight into the business across our products
- Support adoption journey expansion
Your Experience
- Previous experience in a communications, customer experience, or related role, with demonstrable ownership of written content and end-to-end delivery across multiple channels
- Excellent written communication skills: able to translate complex technical or operational topics into clear, plain-language messages suited to a range of customer personas (administrators, decision-makers, application developers/support, compliance officers, fund managers, deal-makers, legal SMEs etc.)
- Technically adaptable and a proactive self-starter: willing and able to learn tools to a working level, including CX platforms, in-app messaging tools, survey tools, and support centre software
- Highly organised with strong attention to detail: able to manage multiple concurrent workstreams without dropping quality, documentation, or stakeholder alignment
- Comfortable operating across functions: confident partnering with Product, Legal, CS, Sales, and Engineering stakeholders, navigating competing priorities, and moving work forward independently
- Proven ability to manage a high volume of concurrent projects across a complex stakeholder landscape, while maintaining accuracy, speed, and quality
- Capacity to see both sides of the communication — able to walk in the shoes of the customer and customer-facing teams, while stepping back to understand broader business context and programme goals
Location & Working Arrangement
- Location: London with access to a local SS&C Intralinks office. This is a hybrid role with a minimum of 6 office days per month required.
- Reports to: Global Head of Customer Communications, Customer Experience (CX)
EEO Statement / Non-agency Disclosure
We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring a diversity of perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.
Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.
Customer Communications Manager in City of London employer: SS&C Intralinks
Contact Detail:
SS&C Intralinks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Communications Manager in City of London
✨Tip Number 1
Network like a pro! Reach out to current employees at SS&C Intralinks on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Communications Manager role. Personal connections can give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for the interview by understanding the tools mentioned in the job description. Familiarise yourself with Gainsight, Qualtrics, and Zendesk. Being able to discuss how you've used similar tools or how you'd approach learning them can really impress the hiring team.
✨Tip Number 3
Showcase your communication skills! During interviews, be ready to demonstrate how you can translate complex topics into clear messages. Maybe prepare a few examples of past communications you've crafted that had a positive impact on customer experience.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in being part of the SS&C Intralinks team.
We think you need these skills to ace Customer Communications Manager in City of London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Communications Manager role. Highlight your experience in communications and customer experience, and show us how your skills align with what we're looking for.
Showcase Your Writing Skills: Since this role is all about crafting clear and effective communications, include examples of your written work. Whether it's emails, reports, or content you've created, let us see your ability to translate complex topics into plain language.
Be Organised: We love a candidate who can juggle multiple tasks! In your application, mention any tools or methods you use to stay organised and manage your workload. This will show us you're ready to handle the fast-paced environment at SS&C Intralinks.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can't wait to hear from you!
How to prepare for a job interview at SS&C Intralinks
✨Know Your Tools
Familiarise yourself with the tools mentioned in the job description, like Gainsight PX, Qualtrics, and Zendesk. Being able to discuss how you've used similar platforms or your willingness to learn them can really impress the interviewers.
✨Craft Clear Communications
Since the role focuses on customer communications, prepare examples of how you've translated complex information into clear messages. Bring along samples of your work if possible, as this will showcase your writing skills and attention to detail.
✨Showcase Your Organisational Skills
Be ready to discuss how you manage multiple projects simultaneously. Share specific strategies or tools you use to stay organised, as this is crucial for the role. Highlight any experience you have with maintaining communication calendars or documentation.
✨Understand the Customer Perspective
Demonstrate your ability to empathise with both customers and internal teams. Prepare to discuss how you’ve balanced different stakeholder needs in past roles, and how you can bring that understanding to enhance the customer experience at SS&C.